Frequently Asked Questions - Catalog

Your Account

Yes. You can choose to save your reading history by logging into your account and changing your account preferences. A new reading history does not include items checked out in the past or items currently checked out. It begins with the next item checked out after your preferences have been changed. The reading history is updated during an overnight process. Please be aware that if you enable your reading history your data may be accessed by law enforcement personnel without your consent.

Customers are able to select their preferred method of notification; Email, Phone, or Standard mail.

Depending on which option customers select, PGCMLS will attempt the following courtesy notifications:

Almost due (2-3 days before due date) = email

Hold pick-up = email, phone

1st Overdue (14 days past due) = email, phone, standard mail

2nd Overdue (30 days past due) = email, phone, standard mail

Collection Warning (account balance $25 or more) = standard mail

If selecting email contact, please be sure to set your email account to accept mail from librarynotices@pgcmls.info and polaris@pgcmls.info in order to receive our notifications. If you experience problems, please visit our Email Whitelist Instructions. You may also, if you wish, opt to receive additional text notifications.

NOTE: All notifications are courtesy contacts and their receipt is not guaranteed. Customers are strongly encouraged to retain their checkout and renewal receipts to confirm dates due.

The information you key in must exactly match the information in our computer record.

Type in your complete library card number with no spaces (number is on the back of your card under the barcode).

Type in your password. (Initially your password will be set to the last 4 digits of the primary telephone number listed on the account when you applied for your card. )

Once you have logged in you may, if you wish, reset your password to one of your choosing. Please note; updating your phone number in our system will not update your password.

If you have forgotten your password or do not remember your original phone number please contact your local branch library and they can reset your password to the last 4 digits of the primary phone number currently on file. They can also verify that the library has your current phone number and that you aren’t using an expired or renumbered card.

Library Cards

To apply for a library card, visit any branch library, complete a library card application, show a state or federally issued Photo ID and show Proof of Address if your current address is not listed on your Photo ID.

Examples of acceptable Photo IDs include driver's licenses, age of majority cards, US Military IDs, passports or permanent resident cards. The Photo ID must be numbered, unexpired, and issued by the government.

If your current address is not listed on your Photo ID, bring a Proof of Address document such as a utility bill, lease agreement, pay stub, or mail canceled by the US Postal Service with your name and current address listed.

Minors must be accompanied by a parent/guardian who will sign for the card and show appropriate Photo ID and Proof of Address.

Anyone who lives in Maryland, the District of Columbia, or the following Virginia counties (Alexandria, Arlington, Fairfax, Falls Church, Loudoun, Prince William) may obtain a Prince George's County library card for free.

Anyone who temporarily lives, works or goes to school in Maryland is eligible for a free temporary library card.

Anyone who does not meet the above criteria can pay $50.00 per year for a non-resident library card.

To renew your library card, visit a branch with Photo ID and Proof of Address. Staff will verify your contact information, update the information in your record and renew the card for another three years.

Library cards expire every three years. Expiration dates and the renewal process provide an opportunity to update contact information, stop fraudulent usage of cards, and eliminate accounts that are no longer active from the library's database.

Minor changes such as adding an e-mail address or updating contact information can be processed for customers via “Contact Us,” over the phone, or in person at the branch. You will need to provide your library account number. Major changes such as name changes or replacing a card must be done in person at the branch. Photo ID is required. A card may be reported lost or stolen via any of the above methods.

It is important to update your library card information when you change your address, phone number, email address or name so that the Library can properly notify you about overdue materials and materials on hold.

Yes. We can reuse library card numbers from public library systems in Maryland, the District of Columbia, and Northern Virginia (Alexandria, Arlington, Fairfax , Falls Church, Loudon and Prince William Counties.) An application still must be completed. A state or federally issued Photo ID and Proof of Address will need to be shown.

Note: A few online library resources are restricted to use by library accounts with PGCMLS barcode numbers.

You are responsible for returning materials to the library or renewing them by their due date. If you return or renew materials after the due date, we charge a fine for every day late that the Library is open. Fines are calculated upon the item's renewal or return.

Material

Overdue Fine per Item per Day

Maximum Overdue Fine per Item

Adult Books, Magazines, Audio Books and CDs

25 cents

8 dollars

Teen Books, Magazines, Audio Books and CDs

25 cents

8 dollars

Children's Books, Magazines, Audio Books and CDs

10 cents

5 dollars

DVDs

1 dollar

10 dollars

Non-returned items 45 days or more past due are considered lost and the replacement cost of the item plus the overdue fine will be billed to the account. Return the item in good condition to any PGCMLS branch within one year and we automatically waive the replacement cost, but the overdue fine is still owed.

When an item ages 45 days past due, it is considered lost and the replacement cost of the material as well as an overdue fine is billed to the account. If the customer returns this material in good condition within one year of the billing date, the replacement cost of this item will be waived. The overdue fine is still owed. After one year, the replacement cost will not be waived upon return regardless of condition.

Book drops are available at all branches for when the library is closed.

Interlibrary Loan materials should be returned to the branch where they were borrowed.

Materials checked out from PGCMLS (except video and interlibrary loan materials) may be returned to public libraries in Maryland, DC, and the following northern Virginia counties (Alexandria, Arlington, Fairfax, Falls Church, Loudoun and Prince William.) Materials returned to a different library system will remain on a customer's record until they are checked in at the owning library.

Pay Fines & Fees Online

As the merchant of record, the Library is responsible for all transaction activity, including online payments and credits, assessment and reduction of fines and fees, direct customer service, dispute resolution, and all corresponding terms and conditions. If your problem specifically relates to credit card payment, either call the Prince George’s County Memorial Library System Office of Finance & Budget at 301/699-3500 (M-F, 9am to 5pm) or submit this email form. Branch staff will not be able to resolve credit card problems.

Charges and credits will be identified on credit card statements as originating with PGCMLS. Specific information about the materials involved, such as the title of a book or audio device, will not appear.

No. The Library does not retain credit card information. In order for us to access online payment details to answer questions or resolve disputes, it will be necessary to provide the transaction ID number.

The Library is using an SSL (Secure Socket Layer) certificate for all online transactions. This is a method of encryption which encodes data sent over the Intranet and is designed to allow only the intended recipients to receive the information in a readable format. Most web browsers will show a small padlock image at the bottom of the screen to indicate you are using a secure site

The Library’s online payment system is managed by controls that conform to the Payment Card Industry (PCI) Data Security Standard. Credit card transactions are secured through a third-party vendor, PayFlowPro, which is the same company that hosts PayPal.

Refunds for the replacement cost for lost materials that are paid for and then returned will be accepted for thirty days after payment. Original receipt is required for a cash or check refund for a lost and paid item. The credit for the returned item will post automatically to the customer’s credit card account.

The Prince George’s County Memorial Library System is strongly committed to protecting the confidentiality of both your personal information and your Library account information. Library staff will not enter your personal credit card information on any workstation. Staff will gladly help you navigate the website and show you where and how to make a credit card payment from any internet access point, but they will not be able to conduct the transaction for you. Credit cards are accepted at the Express Check Out stations and at the branch Check Out desks.

You can pay online through any computer with an internet connection and a browser. It can be done at home, at work or at the library. You can also pay by credit card in all the branches -- either at the Express Check Out station or the Check Out desk.

· Add email and/or text notification to your library account so you will receive a courtesy reminder three days before your materials are due.

· Use the after-hours drop box at all branches for returning materials.

· Renew By Telephone: You can renew items twice by telephone by calling your local branch or to the phone renewal line at 301-336-3111. You will be asked for your library card barcode number and PIN, (usually the last four digits of your phone as saved on your library account).

To renew online:

Select Renew All Items or individually check the items you wish to renew and click on Renew Selected Items.

Wait for the renewal response screen to confirm that your renewal was successful. Then click on the Back link to view your new due date(s). You may wish to mark down or print your new due date(s). It is your responsibility to renew and return materials on time.

To renew by phone:

Call the automated renewal line 301-333-3111 and follow the prompts. You will need to enter your library card number and password during the process.

If the renewal is successful, a new due date will be indicated by the renewal operator. You may wish to mark down your new due date(s). It is your responsibility to renew and return materials on time.

The automated renewal line is available 24 hours a day, except between 7:00 am and 7:30 am.

Placing Holds

The length of time depends on the number of copies available in the Library System and the length of the waiting list, i.e. the number of customers who have also placed a hold on the title. Titles which have copies available on the shelf at the time the hold is placed and no waiting list may be trapped as soon as the next day. Items with a limited number of copies and/or a long waiting list may take up to several months.

No. When you place a hold, you must wait to be notified that the material is available. If an item shows "on shelf," you can telephone the owning branch to have staff check on the availability of the material. If available, the material can be sent to the library branch most convenient to you.

If the item is recently released, call a branch to check on the order status of the item. For other items not owned by PGCMLS, try the Marina network. For items you cannot find in Marina, inquire at a branch library about interlibrary loan.

There is no charge to place a hold on an item that is in the PGCMLS collection or that is available from the Marina cooperative network.

For materials that are reserved from libraries outside the network through the interlibrary loan process, we will try first to borrow from free sources. If there is a charge, we will contact you to confirm you are willing to pay the amount before requesting the item.

You will be informed when to pick up your holds by telephone or e­mail. You have 7 days to pick up your items. If you want email notification and do not currently get it, notify your local branch of your current email address and request that they turn off Phone Notification.

You can either place a hold on an item that is available at another branch and have it delivered to the branch that is most convenient to you, or you can ask one of the information professionals at your library to reserve the item for you or have them ask the owning branch to hold the material for you so you can go to that branch and check out the material there. Likewise, you can call the branch to check on availability.